Mortgage Servicing Sr. Specialist - On-Site Omaha NE

First National Bank•Omaha, NE

8d•Onsite

About The Position

The Mortgage Servicing Sr. Specialist provides exceptional, personal customer service for mortgage loans to bank partners and customers, accurately processes daily mortgage loan maintenance and requests, and collaborates with teammates to balance workloads and meet deadlines. The role supports one or more servicing functions, including payment processing, escrow processing, new loan onboarding, and payoff processing. The specialist responds to mortgage servicing inquiries from internal and external customers by phone, makes outbound calls to customers and related organizations to resolve issues, maintains confidentiality and professional relationships, and works carefully with detailed loan information. The role also tracks work volumes, communicates servicing issues and trends, cross-trains for additional team coverage, handles team mail, orders onsite supplies, and assists remote teammates with printing, scanning, and mailing.

Requirements

High school diploma or GED.
Working knowledge of Microsoft Office products, including Outlook and Excel.
Demonstrated empathetic phone etiquette and the ability to understand customer perspectives in difficult situations.
Clear oral and written communication skills.
Ability to exercise independent judgment within established policies and guidelines and provide appropriate customer solutions.
Ability to work independently in a diverse, fast-paced environment while meeting service-level expectations and regulatory requirements.
Ability to collaborate with teammates to balance workloads and meet daily deadlines.
Attention to detail and an understanding of basic balancing.
Unrestricted work authorization; candidates must not require future sponsorship.

Nice To Haves

Previous experience in mortgage servicing operations, mortgage origination, or real estate transactions.

Responsibilities

Provide operational support in one or more mortgage servicing functions: payment processing, escrow processing, new loan onboarding, and payoff processing.
Answer incoming calls from internal and external customers and resolve mortgage servicing inquiries.
Make outbound calls to customers, internal partners, insurance agencies, tax authorities, investors, and other related entities to resolve issues and inquiries.
Maintain professional and courteous relationships with customers, teammates, partners, and management.
Protect customer confidentiality while performing servicing work and communicating with customers.
Accurately process transactions and review detailed loan information.
Meet deadlines with an appropriate sense of urgency.
Identify and communicate servicing issues and trends.
Resolve questions and requests using ICE MSP, Lereta, Empower, Foundation, FirstWork, and eGain.
Track work volume related to assigned duties on an ongoing basis.
Cross-train to provide coverage for additional roles within the Mortgage Servicing Team.
Review, scan, and organize mail received for the servicing team.
Order supplies needed for the onsite team and its work.
Assist remote team members with printing, scanning, or mailing needs.